SME Relationship Manager – Voi/Taveta Region at Absa Bank Limited

Job Summary

• To manage and sustain a relationship with Business Banking customers, building long-term relationships founded on efficient and reliable support for their business. This is achieved particularly through quick risk decisions and managing consistency and quality of operational service.
• The primary objective is to maximize sustainable risk-adjusted / EP portfolio contribution.
• The jobholder will additionally be responsible for business development both with new customers and with his/her existing portfolio.

Job Description

Main accountabilities and approximate time split

Sales and Service: Time split 70%

• Conduct an annual review of customers’ borrowing facilities (and interim review if customer circumstances [risk profile] dictate).
• Consult customer owners/managers on financial/credit issues and general business practices/ideas.
• Determine the key messages, e.g. agreed on service standards, negotiated pricing, relationship team contact points (including introductions to new personnel), and new product changes. Calculating the most appropriate means of communicating them to customers.
• Deal with, and find resolutions for, customer complaints.
• Determine the products that are most effective in meeting customers’ needs and be able to sell these, at short notice, both reactively and proactively.
• Plan and coordinate any marketing approaches for new business and actively develop existing relationships. Coordinate approaches to the portfolio by businesses across the Group.
• Monitor and ensure adherence to risk service standards.
• Conduct an annual review of customers’ borrowing facilities (and interim review if customer circumstances [risk profile] dictate).
• Consult customer owners/managers on financial/credit issues and general business practices/ideas.
• Determine the key messages, e.g. agreed service standards, negotiated pricing, relationship team contact points (including introductions to new personnel) and new product changes. Calculating the most appropriate means of communicating them to customers.
• Deal with, and find resolutions for, customer complaints.
• Determine the products that are most effective in meeting customers' needs and be able to sell these, at short notice, both reactively and proactively.
• Plan and coordinate any marketing approaches for new business and actively develop existing relationships. Coordinate approaches to the portfolio by businesses across the Group.
• Monitor and ensure adherence to risk service standards.

Business Management: Time split 25%

• Research, create and follow up on a target list for potential new business.
• Identify priority customers using the Customer Prioritization Guidelines to assess their present and potential contribution.
• Gather all the required information that is needed to prepare and assess credit applications.  The role holders will be expected to input certain key information such as judgmental information (They will work closely with SME Credit)
• Monitor and control the quality of the portfolio using “Condition of Sanction” triggers where possible and in accordance with RM guidelines and Bank policy.
• Manage “Early Warning List” customers to reduce risk, following H.O. and Regional guidance provided.
• Adhere to procedures and guidelines within the BB RMCD.

Staff Management: Time split 5%

• Day-to-day support to Enterprise Bankers and branch staff in the provision of consistent service quality and risk. 
• Manage your own leave plan.
• Offer support as per business request.

Risk & Control Objective 

“Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework, and internal Absa Bank Kenya Plc Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.”

Technical skills / Competencies

Personal Attributes:

•  Delivering results and meeting customer expectations.                                                          
• Managing relationships                                                          
• Personal organization                                                                        
• Self-development   
• Adaptability                                                                                               
• Working with others
• Decisiveness
• Active listening
• Analytical thinking
• Judgment
• Writing and Reporting

Skills required to undertake the role:

• Relationship skills
• Risk skills
• General Corporate skills
• Leadership and team skills
• Product skills
•  Presenting and Communicating information

Knowledge, Expertise, and Experience

Mandatory

• Must have good knowledge of:-
• Enterprise Banking,
• customer relationship management
• Team management

Education:

• Business Degree